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Legal Service Management

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Legal Service Management

The ServiceNow® Legal Service
Management application lets you request changes to the operation and maintenance of your
legal-related cases. The legal staff can then track these requests and make the necessary
changes.

Any user in the system can view all open legal requests, giving your users a chance to see the
legal issues that have already been reported before they submit a new request.

Request templates are linked to service catalog items, specifically to record producers. When
you make a request from the catalog, it uses the template associated wiht the catalog item to
create the actual legal request.

Legal Service Management is one in a suite of applications known as Service Management (SM)
applications. SM applications, such as Field Service Management and Facilities Service Management
allow you to manage business functions that require a request-type workflow where requests are
approved, qualified, assigned, and completed.

When Service Management is activated, SM applications can be activated, as well as other
features such as the Service Management Application Designer and the Service Management
Portal.

Legal Service Management defaults to the request-driven process, where tasks can be assigned to a request. However, closing all tasks does not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete.